20Bet Casino - 決済が遅延しているとのクレームがあります。

Hello,

I would like to submit a complaint against 20Bet Casino.

I deposited €50, played with the welcome bonus and my 50€ and won €4,000. The casino confiscated my entire winnings and only left me with my deposit. They claim I exceeded the maximum bet rule, but during play I was not warned or restricted.

Confiscating all winnings is not a fair or proportionate measure. I ask CasinoGuru to help mediate and resolve this matter.

Attached are screenshots of my communication with the casino.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/8 CAD/5 CHF/20 PLN/50 NOK/8 NZD/1,700 HUF/10 BGN/125 CZK/30 BRL/4,500 CLP/7,000 KRW/25 PEN/600 JPY/1,000 PKR/500 BDT/400 RUB/400 INR/40 CNY/25 MYR/160 UAH/180 THB/100 MXN/125,000 VND/80,000 IDR/17 GEL/45 HKD/40 HRK/2,500 KZT/100 MDL/300 MKD/85 MVR/300 PHP/25 RON/7.5 SGD/20,000 KHR/100 EGP/3,000 CRC/20,000 COP/60,000 UZS/17,500 MNT/100,000 LAK/10 AZN/5,000 ARS/ 130 HNL/ 210 UYU/ 100 ZAR), unless stated otherwise in special terms for the bonus. Purchasing any game features, including but not limited to respins, will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, 20bet reserves the right to cancel the bonus and the associated winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Dear Dominika,

thank you for your reply. Please find attached:

my game history showing the bets I placed

and the communication between myself and 20Bet Casino regarding the confiscation of my winnings.

I believe the casino acted unfairly, because at no point during my play was I clearly warned or technically prevented from placing a bet that allegedly exceeded the maximum allowed under the bonus terms. A responsible casino should protect players by blocking non-compliant bets, instead of allowing them and afterwards confiscating all winnings.

For this reason, I kindly ask you to review the case and help me get a fair resolution.

Thank you for your assistance.

Best regards,

Dear player, we genuinely wish we could help further, as we fully understand how unfortunate this situation was. While we believe that a maximum bet limit should ideally be built into the software to prevent accidental breaches, this isn’t yet a standard across the industry, and we are not in a position to penalize casinos for this. I understand this may be disappointing, but I hope this helps clarify the situation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.